Refund and return policy

01Custom decorated pieces

Once you approve the proof and production starts, a decorated piece is made to your artwork and cannot be resold. It is final sale for change of mind, wrong sizing chosen at checkout, or artwork you later decide you do not like.

You approve the proof before we produce anything, and the proof is the reference for what is made.

02If we made a mistake

If a piece arrives with the wrong garment, colour, size or logo placement, is missing from the order, or has a defect in the embroidery or print, contact us within 7 days of pickup or delivery with photos of the piece and its packaging. We remake or repair it at our cost, or refund you in full if a remake is not possible.

03Cancelling before production

You can cancel any time before you approve the proof for a full refund. Nothing has been produced at that point.

If you do not approve the proof we send, you get a full refund of what you paid for that order.

04Plain garments

Garments with no decoration can be returned unused, unworn and unwashed with their tags, within 14 days of delivery, for a refund of the garment price. Return shipping is at your cost, and original shipping charges are not refunded unless the garment was faulty or not what you ordered.

05What we cannot refund

• Decorated pieces after production has started, except for faulty or incorrect work.
• Garments that have been worn, washed, altered or damaged after delivery.
• Rush or setup charges once artwork has been digitised or the job has gone to press.

06How refunds are paid

Refunds go back to the card used for the order through Stripe. We issue them within 5 business days of approving the refund; the time your bank takes to show the credit is outside our control.

07Your consumer rights

Nothing in this policy takes away rights you have under the Alberta Consumer Protection Act or its regulations, including the Internet Sales Contract Regulation. If a rule in those laws is more favourable to you than this policy, that rule applies.

08Starting a return or claim

Email sales@instantembroidery.ca with your order reference (it starts with IE-) and photos where they help. Do not ship anything back before we reply, so we can give you the right return instructions.